Work with one of the most well-known luxury brands there is! As a Team Manager, you will oversee, organize, and coordinate a team of Client Advisors by supervising and monitoring calls, and acting as a liaison agent between the CSCs Manager and the Client Advisors, ensuring that set objectives are achieved, motivating and coaching people, and handling client complaints when needed. This role is ideal for an experienced leader who thrives in a fast-paced, client-focused environment and is passionate about delivering outstanding service.

Responsibilities

• Supervise and manage a team of Client Advisors handling calls, emails, and online orders.
• Provide coaching and development to team members to ensure high performance.
• Set individual and team goals, monitor progress, and implement improvement plans.
• Foster a client-centric approach, ensuring the highest level of service.
• Conduct performance reviews and oversee quality control of interactions.
• Collaborate with the Training Team to identify development needs and create action plans.
• Ensure efficient workforce planning and traffic management for the service centre.
• Support client relationship-building initiatives and handle escalations professionally.
• Oversee operational tasks, ensuring brand standards and policies are followed.

Requirements

• Proven experience in team management, preferably in a client service centre, call centre, or luxury service environment.
• Strong leadership, coaching, and performance management skills.
• Ability to analyze business performance and implement improvement strategies.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and adaptability in a fast-paced setting.
• Proficiency in Microsoft Excel and experience with forecasting and scheduling.
• Fluency in English and one of the following languages: Swedish, Danish, Norwegian, or Finnish.
• Availability to work shifts (earliest start 8 AM, latest finish 8 PM), including weekends & Bank Holidays.

Benefits: